driving business value with service orientation ibm corporation breaking new ground ibm soa for line...

Driving Business Value with Service Orientation

IBM Corporation

Breaking New Ground

IBM SOA for Line of Business Customer References

http://w3-103.ibm.com/software/xl/portal/!ut/p/_s.7_0_A/7_0_IQ?nb=ca&ni=websphere&ca=soa&dg=sales&dt=reference


IBM Corporation

w3.ibm.com/software/xl/soa

SOA for LOB – Client References

TABLE OF CONTENTS

Financial Markets Front / Back office integration

Trade and order management

Transform back office delivery

Government eForms & records management

Public safety (aka "Rapid Response")

Healthcare & Life Sciences Claims transformation

Healthcare enterprise portal

WBI for Healthcare Collaborative Network

(SCORE) Solution for Compliance in a Regulated Environment

Aerospace & Defense PLM supplier collaboration

Automotive Dealer collaboration

Manufacturing productivity

Visibility across PDM systems

Banking Core banking transformation (inc. NEFS)

Multichannel transformation (formerly Bank Branch Renewal)

SWIFT net support (inc. WBI-FN)

Wholesale payments integration

Electronics Multichannel management

Product information management

Supply chain integration and RosettaNet

http://w3.ibm.com/software/sales/soa


IBM Corporation

w3.ibm.com/software/xl/soa

SOA for LOB – Client References

TABLE OF CONTENTS (cont.)

Insurance Channel management

Claims management

(Life) Policy administration

Retail Master data management

Next generation e-commerce

Open POS

Telecommunications BSS/OSS integration

Next generation services platform

http://w3.ibm.com/software/sales/soa


IBM Corporation

Breaking new groundIBM SOA for LOB References

Aerospace & Defense



IBM Corporation


PLM supplier collaboration


6 Driving Business Value with Service Orientation

IBM Corporation

Outcomes

Business value:

Able to efficiently handle spare parts, consolidating purchasing and supply chain processes

Reduced travel investment through new collaborative development environment

Efficiently handle spare parts, consolidating purchasing and supply chain processes

Bombardier Aerospace: Supply Chain IntegrationOptimizing the purchasing processes

Business challenge: Management of inventory processes

across numerous systems

Objectives: An efficient way to get visibility into parts

supply and demand to reduce inventory costs

Enable inventory process to span multiple suppliers across multiple manufacturing lines

Actions: Used IBM software and a service orientation

approach to standardize the disparate inventory data and automatically load it into SAP R/3 and Business Intelligence Warehouse (BW)


IBM Corporation

Dassault Aviation: Supplier CollaborationDesigning a new aircraft

Business challenge:Faced with twin competitive pressures to build

a high-performance executive aircraft and to gain market share, Dassault Aviation needed to accelerate its development time for the new plane from ten years to five.

Objectives:A collaborative, online design process to

manage an average of 20,000 parts updates a week with business partners.

Actions: Working together with IBM and Dassault

Systemes, an IBM Business Partner, created a Product Lifecycle Management platform using a service orientation approach that allows Dassault to design the new aircraft in a virtual, parallel environment with its suppliers.

Outcomes

Business value:

Reduced time-to-market plan by approximately 30 percent

Reduced travel investment through new collaborative development environment

Increase in productivity with electronic updates to the database

Elimination of physical prototypes

Over 50% reduction in assembly time and 66% reduction in tooling costs


IBM Corporation


Automotive



IBM Corporation


Dealer collaboration



IBM Corporation

Vehicle manufacturer: Dealer collaborationImprove access to information by dealers

Business challenge: To provide accurate inventory and timely

delivery information to dealers based on accurate manufacturing information

Objectives:

Provide reconciliation of parts data with dealer shipments and order forecasts

Visibility to demand and market analysis

information by dealers Actions: Implemented service oriented approach for

application integration and data warehouse to improve the sales tracking, order and inventory management processes.

Outcomes

Business value:

Dealers have insight into vehicle fit and local demand when ordering parts and accessories

Visibility to margins and category performance

Reduced staff days because of reuse of services across production applications and enterprise data warehouse


IBM Corporation

RouteOne: Auto credit application Fast secure business transactions

Business challenge: Lower the auto credit application process

time for dealers and their customers while increasing the financing options

Objectives: Link 22,000 auto dealerships to financing

sources

Faster and more secure loan process with field-level encryption and digital signatures

Actions: Implemented a new trading network using a

service orientation approach that is always available and highly secure and able to support a volume of loan applications projected to reach 40 million per year

Outcomes:

Business value:

(DataPower) outperformed nearest competitor by a factor of 15

IBM service orientation helped RouteOne redefine and improve the credit application process for its automobile dealers and their customers

“DataPower XS40 delivers the performance required for comprehensive XML security functions, meaning that we will not have to sacrifice performance for protection.”

– Joel Gruber, CIO, RouteOne


IBM Corporation

Outcomes

Business value:

77% increase in dealer satisfaction for whole-goods ordering processes

Thousands of dollars saved for call center

Solution launched on time and under budget

CNH (New Holland and Kobelco): Dealer collaborationImprove ordering processes for dealers

Business challenge :

Provide better service to dealers by enabling them to place and manage orders faster and more efficiently than a fax/phone process

Objectives:

Improve ordering processesReuse existing IT assets that can be treated

as flexible servicesReduce the inefficiencies of fax and

telephone ordering system

Actions: Using a service oriented approach, provided

direct access to CNH’s host applications, creating a more efficient ordering process. Worked with IBM and Beaver Creek Solutions, an IBM Business Partner, with IBM software and software services.

Extended implementation with a composite application approach for dealer, supplier and employee portal


IBM Corporation

Outcomes

Business value:

Increased chances of keeping existing good customers

Improved productivity for analyzing customer information, enabling prioritization on top customers

Increased sales leads from existing customer base

Vehicle manufacturer: Dealer collaborationProactively retain existing customers

Business challenge: Efficiently and proactively contact customers

to propose new financing agreements

Objectives:

Simply and quickly analyze whether to propose value added services and better rates

Consolidate multiple business applications into a single view to provide better service for customers with expiring accounts

Actions:

Implemented service oriented approach with IBM to more effectively retain existing customers based on contract maturity


IBM Corporation

DaimlerChrysler: Drive to flexibility and responsivenessProactive infrastructure

Business challenge: Enable a more nimble and responsive business

where the environment for deploying and running application supports sharing projects

Objectives: An ability to create and reuse services, such as:

get shipment dates within dealer collaboration to check inventory within manufacturing to get BOM level within PLM

An integrated infrastructure with built-in means to respond dynamically, requiring flexible systems and integrated processes

Standardize to made the company’s processes faster and more efficient

Actions: Engaged IBM to design and build a

standardized environment for delivering solutions within a service orientation approach

Outcomes

Business value:

Nearly 50% reduction in installation costs for applications deployed via the new application development platform

Nearly 30% reduction in ongoing operations costs (Gartner Group)

Reduction in overall application lifecycle costs and average application development cycle time

“The solution … has established the foundation for us to become a nimbler more responsive company.”

– Dr. Seshu Bhagavathula, Director for Technology Strategy, DaimlerChrysler


IBM Corporation

Business challenge: Large Truck Manufacturer needed an

integration platform to support the company's dealer portal, extending legacy systems, enterprise applications and other business critical data to their website

Objectives: Integrate data from its existing legacy

infrastructure and provide a seamless flow of information to dealers

Optimize the order-to-delivery process

Actions: Implemented IBM WebSphere software with a

service oriented approach to present a seamless flow of information on its dealer portal with real time interaction between dealers and production steps

Outcomes

Business value:

Provided real-time visibility of orders

Provider and order change capability, and improved ability to manage high margin truck options

Reduced order to delivery span

Vehicle manufacturer: Dealer collaborationOptimizing the sales processes


IBM Corporation


Manufacturing productivity



IBM Corporation

Outcomes

Business value:

100% consistency between orders and factory manufacturing

Increased BOM consistency from 88 to 94%

Reduced component lead time from 26 to 17 days

Shortened shipping lead time from 7 weeks to 4 weeks

Reused existing applications

Vehicle manufacturer: Manufacturing productivity Improved product order and bill of material handling processes

Business challenge: Despite multiple systems as the result of

acquisitions, this manufacturer needed to create efficient sales and purchase order processes with various plants and dealers across legacy systems

Objectives: Develop faster, integrated way to check

availability, order status and shipping information Keep factory manufacturing consistency with order Use across various plants, integrating diverse

technologies and leveraging existing applications Keep customer data updated at its global sites

Actions: Worked with IBM on a service oriented approach

using IBM WebSphere to provide application integration with SAP software and other applications


IBM Corporation

Volkswagen: Manufacturing productivityImproving procurement productivity

Business challenge:

To make its procurement employees more productive to outpace competition, VW needed to integrate its supply-chain and procurement information and processes to become more responsive to a rapidly changing supplier environment

Objectives:

Connect employees and suppliers to information and applications and enable an automated, data-enriched workflow environment

Speed decision making

Increase responsiveness to suppliers

Actions: Implemented a process driven portal using a

service oriented approach with reusable service components serving discrete business functions to provide purchasing economies through more unified supply chain view

Outcomes:

Business value:

20% increase in staff productivity

Significant decrease in supplier and inventory costs

Expect 100% payback within a year

Reuse portal platform for every kind of portal


IBM Corporation


Visibility across PDM systems



IBM Corporation

Customer case: Supplier collaboration Reduced development time and cost

Business challenge: Capture significant new share of the European

auto market in five years. Reduce the designers, engineers and suppliers reliance on manual information distribution, in order to speed the development process and reduce error.

Objectives: A collaboration platform that centralizes

document management for designers, engineers and suppliers.

With automated version control, development teams and suppliers can now access one interface to communicate design changes.

Actions: Built collaborative supplier collaboration

solution using a service orientation approach

Outcomes

Business value:

35% projected reduction in the design/engineering cycle

Estimated development cost savings of 25%

Automated, real time distribution of production documents to address changes and reduce errors


IBM Corporation


Banking



IBM Corporation


Core banking transformation



IBM Corporation

Outcomes

Business value:Enabled new service to internal and external

clients for exchanging securities trading data and payments over SWIFTNet

More efficient, effective adoption of new, integrated business applications.

Increased adaptability to new market requirements

Growing the top line while increasing efficiency Commerzbank AG

Business challenge:

Business areas organized in silos with dedicated applications. No common communication or integration vehicle for applications like payments

Objectives:Adopt a new component-based business model

where some components can be handled by external partners

Move to this new model progressively within a service oriented architecture to increase business flexibility

Create new services in a flexible and cost-effective way.

Actions:

The firm implemented a reliable message-based infrastructure to support faster speed to market of new, integrated business functions.


IBM Corporation


Multichannel transformation



IBM Corporation

Outcomes

Business value:

Electronic service:

Mortgage application process reduced from days to minutes

Increased customer retention and mortgage pull-through

Reduction of mail, courier, paper costs

Service orientation:

Quickly adaptable to other business areas

Re-usability of client profile information for signature verification and opening of other loan accounts

On-line lender: Electronic delivery and approval service Disclosure documents and beyond Business challenge:

Need to streamline the disclosure delivery and approval process for mortgages to reduce delay and customer fallout

Objectives:

Establish an electronic business service for disclosure delivery, signature, verification.

Establish “process” signature to create a legally enforceable end to end transaction while maintaining ease of use for the borrower

Replicate the service to other portions of the mortgage process, such as closing, and other loan products.

Actions:

The lender employed electronic delivery, signature with a service oriented approach.


IBM Corporation

Outcomes

Business value:

Higher adaptability to change.

Less business logic to change or build for new products, services, and policies to be implemented in support of multiple delivery channels.

Reduction in maintenance cost.

Wachovia: Common business services Harnessing the value of shared services across channels Business challenge:

Need to support multiple delivery channels for retail banking, including account opening services, in a consistent fashion

Reduce cost of maintaining duplicate business logic

Objectives:

Provide a single set of business and foundational services to support existing and future delivery channels

Reduce cost by leveraging common services

Actions:

Wachovia employed a service oriented approach and IBM SOA foundation products to provide a common set of re-usable business services in support of it’s delivery channels


IBM Corporation


Electronics



IBM Corporation


Supply chain integration and RosettaNet



IBM Corporation

Xerox: Integrated multichannel processSupplier and channel collaboration

Business challenge:

To centralize these programming efforts and bring costs under control by using more efficient methods of application development and integration

Objectives:

Add systems as required without developing point to point code

Integrate and reuse development efforts

Maximize uptime of all business systems that rely on core data

Actions:

Xerox employed a service oriented approach that integrated multiple applications to enable dramatically faster attachment of applications and processes without recoding

Outcomes

Business value:

100% payback in 24 months

Reduced annual deployment costs by $720,000

Decreased system implementation time by 25%

“With IBM’s help we can move forward with a service oriented architecture that helps us respond to today’s challenges and gives us a flexible architecture to respond to future challenges." -Ram Sunkara


IBM Corporation

JK-Holding: Trading partner integrationSupplier and channel collaboration

Business challenge:

Providing a real time collaboration system for the dealer network, field service and distributors

Objectives:

Integrate data from multiple ERP systems

Eliminate manual tasks

Reduce reliance on manual tracking and order entry techniques

Actions:

JK-Holding employed a service oriented approach that integrated multiple ERP procurement applications along with portal technology to enable dramatically faster commitment of product data to customers, distributors and field service technicians

Outcomes

Business value:

Decreased phone and fax orders by 30%

Increased staff efficiency

Decreased order reaction time

Lowered overall IT costs by 7%

Increased Productivity with 350 partners

Improved customer satisfaction


IBM Corporation

Skanska AB: Integrated partner portalSupplier and channel collaboration

Business challenge:

Componentize real time access to product, price and promotion detail to all supply chain partners

Objectives:

Integrate data from multiple partner systems

Eliminate manual tasks

Reduce time to manage and react to orders and inquiries

Actions:

Skanska employed a service oriented approach that integrated multiple partner applications to enable dramatically faster commitment of product data to customers and suppliers

Outcomes

Business value:

Slashed data handling time by days

Increased reaction time to customer orders

Decreased volume of manual procedures

Provide business partners real time information


IBM Corporation

Breaking new groundIBM SOA For LOB References

Financial Markets



IBM Corporation


Trade and order management



IBM Corporation

Outcomes

Business value:

Business flexibility and interoperability leveraging the Schwab Enterprise Bus

Ability to scale dynamically driven by business needs

Improved resilience

Growing the top line while increasing efficiency Charles Schwab

Business challenge:

Requirement to be more responsive to changes in business conditions

Need to pursue new areas of revenue beyond brokerage

Objectives:

Increase efficiency in connecting and exchanging messages on trades, settlement, instruments

Update financial messaging Infrastructure to meet industry standards

Provide a logical transition between legacy and new business systems

Actions:

Created a service oriented approach to ease migration to new, changing business functions


IBM Corporation


Government



IBM Corporation


eForms & records management



IBM Corporation

Modernizing for speed and improved accessibility County of Santa Clara, Criminal Justice Information Services

Business challenge: Users of the CJIS system were replacing older

systems with pre-built, off-the-shelf software packages due to the slow, screen-by-screen fashion of the current system. If steps were not taken to make it easier and more efficient for users to access the data they needed (arrests, bookings, custody time and probation), the group risked losing its relevance, as users looked elsewhere for the data.

Objectives:

Provide a modern, flexible, easy to use facelift for the CJIS transaction service, evolving them as web services

Actions: Santa Clara implemented a service-oriented

approach enabling its critical data easily accessible for all of its users.

Outcomes

Business value:

Users and 40 agencies can track and access data on defendants and cases from throughout the criminal justice process

CJIC has been able to modernize the application-programming interface (API) in its system

Other agencies can now use, access and receive data from the CJIC system

The county was able to significantly reduce costs because the solution allowed it to leverage existing skills and technology investments


IBM Corporation

Integrating agencies & providers while empowering clientState of Utah Department of Human Services

Business challenge: Integrate service delivery into a model of

holistic case management Provide a single location for citizens to access

government and non-profit service program information

Replace outdated, siloed legacy system Objectives:

Flexible, cost-effective and citizen-focused eligibility solution for workforce services and health and human services

24x7 access to community resources More accurate, consistent, and faster eligibility

determination Faster, more accurate eligibility decisions

Actions: Utah’s Department of Human Services

employed a service oriented approach that significantly improved service delivery and case management and fostered inter-agency collaboration.

Outcomes

Business value:

Established an enterprise foundation for service delivery that provides flexibility to update and add programs

Supports holistic case management for all programs

Fostering inter-agency collaboration with significantly improved service delivery

Simplified policies; support holistic case management and integration of programs and services

More accurate, timely and consistent eligibility determination


IBM Corporation

Breaking down the silos Miami-Dade County

Business challenge: Be more responsive to its constituents by

building an online experience tailored to their needs – one that breaks down silos providing a seamless e-Government

Objectives:

e-government solution to redefine the way services were offered to constituents

More convenient access to County services

Break down siloed barriers

Actions: Miami-Dade County employed a service

oriented approach that significantly improved service delivery and greater access to information regarding services.

OutcomesBusiness value:

Number of overall visitors to the portal increased by more than 50 percent in the last year to nearly 10 million

Expects to reduce the costs of managing the system by more than 25%

County processed 60,000 electronic payments totaling more than $4 million in revenue

Greater IT flexibility:

• Improved availability and diagnostic capabilities with server consolidation

• More streamlined publishing workflow, getting information out to citizens faster

“Our citizens are truly thrilled with the level of service we’ve been able to provide”

– Judi ZitoCIO, Miami-Dade County


IBM Corporation

Business flexibility and external partner integration IRS e-Filing application

Business challenge:

Government agency mandated to make 80% of its transactions “electronic” by 2007

Objectives:

Robust, scalable service-oriented system linking external trading partners with new applications

Must deliver new services using existing assets

Actions:

The IRS employed a service-oriented approach to build and deliver an electronic document filing service to speed processing, reduce errors and support new approaches to deliver new services

Outcomes

Business value:

Enabled delivery of new services to citizens faster, while reducing operating costs and providing improved flexibility

Error rates associated with manual adjustments to transmitted data were reduced from 25% to 6%

Employee productivity increased through online availability of submission data

Client complied with government mandate and completed ahead of schedule

IBM Internal Use Only


IBM Corporation

Transforming business processes with integrated solutions U.S. Army

Business challenge: The Army had a forms-based business process

that was largely a manual one requiring an online integrated forms management solution

Objectives: Be able to handle the speed and flexibility that is

required in the field

Increase productivity & decrease costs for the Army’s use of forms-based business processes

Confidential and critical data must be captured and transferred securely

Actions: The U.S. Army employed a service-oriented

approach through greater IT flexibility that allowed it to re-engineer its forms-based business processes with an integrated forms management solution

Outcomes Business value:

Saved 1/3 of time required to fill out forms when the system is fully automated

Improved security of information and provision of auditable records

Reduction of system redundancies and common user errors

Total savings of $1.3 billion annually in administrative processing costs

Regulatory compliance


IBM Corporation

Reliability using Web servicesMinistry of Justice Austria

Business challenge: Ministry of Justice Austria had multiple existing

application solutions used in electronic exchange with partners and government agencies. These were once easy to use and efficient means to access information. Because of technical advances and new requirements, the solutions needed to be upgraded. However, the data formats were rigid and costly to maintain by the MoJ and by the users utilizing proprietary technology.

Objectives:

A complete renewal of their automation of judicial proceedings

Actions: The Ministry of Justice Austria employed a service-

oriented approach that assembled a solid foundation on which to base this and future eGovernment initiatives

Outcomes

Business Value:

Efficient and up-to-date online support for the public

Provide relevant online information for all lawyers and attorneys in the Austrian juridical system

Able to monitor increased operational efficiency, functionality and customer service

Reduced integration implementation more than 60%


IBM Corporation

e-government integration framework KDVZ

Business challenge: Connect local agencies for greater public

convenience accessible 24x7

Objectives:

24x7, online business network enabling agencies to access each other’s data in real-time

Needed a high-level integration infrastructure that would enable them to share resources with one another on the fly

Actions:

KDVZ employed a service-oriented approach which provided a low cost, easily accessible, integrated infrastructure that provides an online business network enabling local agencies to share resources

Outcomes

Business value:

Potential savings of more than $1 million in business registration process

Low cost solution frees up resources for new e-government applications

99.999 percent availability for greater resilience

Significant cost savings over point-to-point integrations

Established in 1973, this organization is a full-service provider of IT services for approximately 50 counties and local governments in a European country, representing three million citizens.


IBM Corporation

Sharing a single view of data for disease analysisDepartment for Environment, Food and Rural Affairs

Business challenge: DEFRA had siloed information and independent

business processes; the organization found decision making to be complex and time-consuming. Before it could use data, DEFRA had to thoroughly check and cleanse it, a process that required massive effort and inhibited progress.

Objectives: Share a single view of data with users throughout the

organization and test the new system with data where DEFRA employees would be able to closely monitor animal movements and calculate the likelihood and impact of infection

Provide ad-hoc business intelligence tools

Actions: DEFRA implemented a service-oriented approach to

share a single view of data to provide an environment for deploying applications, such as those used for disease analysis and livestock movement registration services.

Outcomes

Business value:

After deploying the POC project, DEFRA recognized the benefits of the change to a service oriented approach. For the first time, users and stakeholders could view all information regarding where animals were currently held, and its prior locations.

Should an animal be carrying a disease, the system can calculate the location of the most probable infection risk area

Provide visual map information of the geographical area affected and can calculate the severity of the event.

Business intelligence tools to support the business scenario


IBM Corporation

Business integration Dubai Municipality

Business challenge: Dubai municipality was challenged with

internal bureaucracies and single channel customer service facing processes

Objectives: Be the best e-government program in Dubai

Remove Internal bureaucracies and improve its customer facing processes and be more responsive

Demonstrate savings internally and externally to customers

Increase publicity of the Municipality

Actions:

Dubai Municipality employed a service-oriented approach which provided a low-cost, responsive and convenient online service that reduced time in processing paperwork and provided multi-touch customer service

Outcomes

Business value:Provided multi-channel access

integrating people, processes and information

Reduced cost in terms of paperwork

Reduction in time (i.e. customer service, transaction processing)

Reduction in the number of visits to government offices


IBM Corporation

Enabling effective integration and data exchangeSerbian Ministry of Finance

Business challenge: Critical business functions were at risk in the

customs administration of the Serbian Ministry of Finance due to inadequate IT infrastructure performance

Objectives: Simplify business procedures while maintaining

stability and reliability of the production system

Integrate with other agencies systems within the ministry of finance (tax administration and treasury administration)

Actions: The Customs Administration in Serbia upgraded

its Information Systems of Customs Serbia infrastructure using advanced open technologies to build a service-oriented approach that supports software development and data

exchange

Outcomes

Business value:

Customs Administration is now able to easily exchange data with the Tax Administration and the Treasury Administration to improve its services

Since implementing the solution, the Customs Administration has improved the response times of its border-crossing applications by up to 50 percent

The new IT infrastructure is more flexible and enables effective integration and data exchange with the IT systems of other organizations


IBM Corporation

Flexibility, openness to the futureTransit New Zealand

Business challenge: TNZ wanted to provide better access to

information to the public, contractors and government agencies but the lack of integrated information stood in the way.

Objectives: Simplify increasing complexity of managing

siloed information while providing more accurate, reliable information to multiple constituents

Streamline and optimize business processes

Actions: TNZ employed a service-oriented approach to

connect the public, contractors and government agencies by creating an enterprise content management system with a single portal interface and enterprise-wide search engine

Outcomes

Business value:

Greater ability to control costs and manage the growth in information management responsibilities

Reduced administrative workload

Improved quality of information, leading to higher user confidence in timeliness and accuracy of information

Better management of information delivery processes

“Our service oriented architecture is based on a single development paradigm that leverages reusable parts of the existing solution. We can add new functionality very easily and present data in a number of ways, adding value to the services we provide to our constituents.” - Geoff Yeats, Chief Information Officer


IBM Corporation

Improving services while also winning new business Department of Human Services: Centrelink

Business challenge: All Australian government departments and

agencies are under increased pressure to improve efficiencies, deliver better services to constituents and provide alternate channels of service delivery.

Objectives: Provide more choices in how customers can

access services Automate routine work Enhance existing systems and develop new

capabilities to support the delivery of services via the phone, Internet and emerging technologies

Actions: Centrelink employed an underlying service-

oriented approach that integrated existing internal systems and can easily accommodate new business applications and simplify future process changes

Outcomes

Business value: Integration: Integrate existing internal systems

with external business associates through a single software stack

Access: Provide more choices for Centrelink's customers, improving access to information

Automation: Automate routine administration work so that staff can concentrate on providing customers with more complex tasks a higher level of service.

Security: Ensure the highest levels of security access and authentication controls to safeguard customer records


IBM Corporation

Reducing complexity while improving return on investment Shandong Province Local Taxation Bureau

Business challenge: The bureau collects taxes 90.79 million residents, as

well as industrial and agricultural enterprises. With multiple offices and over 200 databases in the province, the agency required a unified and integrated view of provincial tax data and city and county tax data.

Objectives: Process information centrally for general and

provincial bureaus

Handle all kinds of taxes, work links and national and local tax bureaus, and connect with related departments

Actions: The Bureau employed a three-phased service-

oriented approach that integrated its 200 databases and made it available from a single interface to provide real-time access to its data by users, enterprises and other bureaus.

Outcomes Business value:

Information can be extracted on an as-needed basis depending on the urgency of the business requirement

The agency has been able to develop new real-time applications, including standardized tax receipt management, rewards and incentive management

Administrators now have unified, up-to-date and accurate views of key metrics

ROI is excellent by leveraging existing systems investments

Data is now accessible and more accurate in real time

Users have direct, simultaneous access to dynamic business databases through a single window


IBM Corporation

Simplifying access to Taiwan’s government servicesResearch, Development and Education Commission (RDEC)

Business challenge: RDEC’s highest priority lies in an ongoing

effort to modernize Taiwan’s government, but its infrastructure was incapable of supporting the rapid conversion of an increasing number of services

Objectives: Make it easier for citizens to find and access

government information and services

Transition government services to the web

Improve efficiency and let staff focus on mission-critical tasks

Actions: RDEC employed a service-oriented approach

built on scalable infrastructure that simplifies and standardizes their web-enabled government services

Outcomes

Business value:Cost-effective solution leads to greater

increase in citizen satisfaction

Government agencies and departments can quickly exchange data

Citizens can easily access the RDEC database to find forms and information

Improved employee productivity processing 30% more documents while reducing form-processing turnaround by 50%

Maintenance costs cut by 30%


IBM Corporation

Reducing customer service response timeHousing Development Board (HDB) Singapore

Business challenge:

With nearly 90 percent of its applications hosted on aging mainframe servers, HDB lacked the scalability and flexibility to accommodate growth and changing requirements

Objectives: Solution must provide flexibility to meet

changing business environment

Improve customer service response time

Automate manual and paper-based processes

Actions: HDB employed a service-oriented approach

featuring a web-based portal centralizing lessee and tenant paperwork that streamlines processes and workflows

Outcomes

Business value: Reduced customer service response time

from more than a week to a few seconds

The business to customer (B2C) and business to employee (B2E) portal supports access for 3,500 HDB registered users, of whom approximately 600 are concurrent users

Users access 120,000 page views per month

Solution eliminates paper-based processes, captures 20,000 lessee and tenant documents per day and manages unstructured records, scanned images and reports


IBM Corporation

Leveraging information for enhanced accuracyInstituto Nazionale Previdenza Sociale (INPS)

Business challenge: INPS is Italy’s primary social security insurer

verifying social security contributions and calculating pension and payment amounts. Different divisions in INPS needed to leverage this data in different formats for different functions; but due to siloed and customized applications used by each division, the data was not easily obtained and expensive to maintain.

Objectives: Implement a reliable and standardized method to

access and maintain information (data).

Actions: INPS employed a service-oriented approach

allowing different departments to leverage the same back-end data eliminating the need to maintain disparate systems leading to enhanced data accuracy with reduced human intervention.

Outcomes

Business value:Streamlined the collection and distribution

of pension funds

Modernized and standardized how each internal division and external office access data

INPS is working toward publishing its Web services into an internal registry so that departments and other companies that interface with INPS can leverage the already-developed technology

The solution leveraged their existing hardware environment


IBM Corporation


Public safety (aka Rapid Response)


IBM Corporation

First response integrated networkWashington, DC Capital Wireless Integrated Network

Business challenge: No ability to coordinate emergency

response activity between Maryland, Virginia and the District of Columbia

Incompatible systems preventing responders from sharing information

Objectives: A robust and searchable directory for public safety

and transportation agencies

Access to operational data and resources, including multiple state and federal law enforcement criminal databases

Actions: CAPWIN employed a service-oriented approach

that provides incident management and coordination across agencies, regions, and public safety and transportation disciplines

Outcomes

Cross-jurisdiction collaboration and communication across 41 federal, regional and local government agencies.

Secure, powerful system for police, firefighters, and other responders to communicate rapidly during crises

Significantly greater ability to respond to emergency and disaster situations


IBM Corporation

Emergency response coordinationCity of San Francisco

Business challenge: Improve ability to plan and coordinate for real

property analysis and emergency services

Replace paper-heavy process and automatically center information from 911 calls and emergency services

Objectives: Better public safety coordination for

emergency services

Actions: The City of San Francisco employed a service-

oriented approach to leverage legacy data--without replacing or revamping existing systems and to provide visual access to data for pattern spotting and better decisions using up-to-date citywide geographic information

Outcomes

Federated spatial analysis

Federated enterprise system providing spatial visualization to 61 municipal departments

Enables more rigorous analysis of emergency events through dynamic mapping

Enhanced coordination of public safety services for disaster planning and homeland security


IBM Corporation

Critical incident volunteers organize to go wirelessSt. Louis Area Regional Response System

Business challenge: STARRS needed help developing a rapid

response solution to coordinate and plan large-scale critical incidences in the bi-state metropolitan region

Objectives:

Solution must be On Demand

Link with medical community, EMS, fire, police, public health and government agencies

Must be multi-disciplinary and multi-jurisdictional

Actions: STARRS employed a service-oriented approach

that developed a platform to coordinate and collaborate with the region’s EMS, fire, police, public health and government organizations in the event of a large-scale incident.

Outcomes

Business value: Volunteer organizations involved in a

large-scale incident can coordinate and plan jointly

Wireless enablement allows for mobile access to applications and directories On Demand

Solution involved teaming with region’s first responders and business partners to enhance capabilities


IBM Corporation

Network centric operations (NCO) and beyond Finnish Defense Forces

Business challenge:

Getting a clear and in real-time operational and tactical information picture for better and quicker decision making.

Objectives:

Transform to a network centric enterprise

Interoperability between branches of their defense forces

Actions:

The Finnish Defense Forces employed a service-oriented approach to create a common operational picture, leverage legacy systems and integrate COTS products for interoperability between branches of their defense forces

Outcomes

Business value:

Proof of concept demonstrated required scalability of SOA

Fully mobile, on or off-line mode at the Battalion and Brigade levels

Delivered synchronization and security – core capability requirements for this advanced Command and Control system

Will include the civilian side of NCO using incident/crisis management capabilities

IBM and the Finnish Defence Forces will set up an international Center of Excellence in Helsinki to concentrate on Network Centric Operations* solutions built on Service Oriented Architecture using open standards and generic Commercial Off the Shelf Software components


IBM Corporation

Modernizing for speed and improved accessibility Israel Securities Authority (ISA)

Business challenge: The ISA required an easy-to-use, full-featured

solution that would provide employees with the right tools to efficiently process electronically

signed stock exchange reports.

Objectives:

Solution that would allow ISA to process and store electronically signed reports

Accessibility by 200 internal users and public traders

Actions:

ISA employed a service-oriented approach to gain a full-featured, flexible and reliable system for processing electronically signed stock exchange reports

Outcomes

Business value: Implementation of an electronic

submission system

Create a reliable, high-performance groupware and messaging environment providing user awareness for colleague collaboration

Stock report processing took several weeks, now it is down to days

Compliance with a 2001 Israeli law permitting the use of electronically signed stock exchange reports


IBM Corporation

Uniting the people of business, industry and educationCámara de Comercio de Bogotá (CCB)

Business challenge: CCB’s existing business and development processes

lacked flexibility delaying the institutions ability to develop and deliver new products

Objectives:

Streamline end-to-end business development processes to respond to changing needs of the business

Actions:

The institution decided to implement a service-oriented approach to integrate its business through repeatable business tasks and services in order to offer an advanced portfolio of services to its customers, respond more quickly to market demands and make more effective use of the Internet in offering its applications to its members as well as the general public

Outcomes

Business value: Dramatically improve business processes

Enhance and expand new business and development processes

New tools will reduce time and costs to bring services to market

Products and services are now available via the Internet

Manageability of web content is easy and positioned well for future expansion


IBM Corporation

Job information self-helpAustralia Department of Employment and Workplace Relations

Business challenge:

Beginning in 1995 the Department had deployed kiosks nationwide that provided self service job information – linking job seekers with employment opportunities in real time.

Objectives: Since kiosks were hardwired into the network

– relocation to address changing demands was a difficult task

In 2003, a “wireless” kiosks system deployed to provide greater flexibility in managing the job information program

Actions:Australia’s Department of Employment and

Workplace Relations employed a service- oriented approach that provided wireless kiosks linking job seekers to employment opportunities in real time.

Outcomes

Business value: Wireless kiosks provides better response

to the changing needs of their constituents by relocating kiosks to areas in greatest need

Allows the Department employees to focus on their core mission

Reduced the administrative issues associated with the hardwired system.


IBM Corporation


Healthcare & Life Sciences


IBM Corporation


Claims transformation


IBM Corporation

HCSC: Modernize claims processing Achieving record high auto-adjudication rates

Business challenge:

Optimize auto-adjudication to achieve improvements that increase revenues, reduce costs and increase membership.

Objectives:

Re-evaluate its auto-adjudication processes to find ways to make them more efficient.

Predict the outcome of redesigned processes.

Implement a flexible solution oriented architecture (SOA) that would enable it to simulate process changes and assess their effectiveness.

Actions:

IBM’s service oriented solution helped HCSC pinpoint inefficiencies so it could refine processes to optimize throughput and thus decrease costs and increase revenues.

Outcomes

Business value:

Increases auto-adjudication of claims by 25 percent.

Accelerated time to market for new products

Increased large groups enrolled per full-time equivalent employee by 22 percent

Reduced application maintenance costs

Reduced administrative costs

Improved member satisfaction


IBM Corporation

Sistema de Protección Médica: Modernize core system Innovation for claims processing

Business challenge:

Legacy systems impeded the integration of new business applications, making it difficult for SPM to sustain customer satisfaction and competitiveness.

Objectives:

Increase customer satisfaction by accelerating the rollout of new and improved services.

Improve employee productivity and enable greater responsiveness by speeding internal processing.

Extended existing investments by integrating old and new assets.

Actions:

Build an integrated, open-standards-based service-oriented architecture (SOA) solution that enables SPM to reengineer its applications.

Outcomes

Business value:

Increased productivity of administrative staff.

Significantly improved attractiveness to customers.

Increased ability to attract and retain members and employers.

Ability to release and support new products in much less time.

Added value is helping achieve record cost improvement benchmarks.


IBM Corporation

Independence Blue Cross: Modernizing member services Convenient access to information

Business challenge:

Respond to customer demands for real-time access to claims and benefits information.

Objectives:

Provide self service capability to members to review their benefits, account information and competed claims in one secure, convenient location.

Provide ability to re-use common infrastructure components.

Actions:

IBM’s service oriented solutions provide members secure and convenient self service access to benefits, account and claims information.

Outcomes

Business value:

Accelerated time to market for new products.

Speeded and simplified access to information assets.

Reduced application maintenance costs.

Reduced administrative costs.

Improved member satisfaction.

“We realized we needed a single integration platform that would allow all our applications to access and share information.”

– Mildre Wampler, Chief Architect, IBC Enterprise Systems


IBM Corporation

Aetna: Improved business flexibility Core systems modernization

Business challenge:

Become more competitive by respond to market changes and simplify doing business among constituents

Objectives:

Improve business responsiveness with end-to-end integration across and beyond the enterprise

Build, deploy and run applications in a proven, secure and flexible environment

Leverage legacy applications and information in new business processes

Actions:

Expose and deploy business services for reuse by customers with a service-oriented architecture.

Outcomes

Business value:

Flexible, responsive infrastructure to increase business effectiveness and improve customer satisfaction

Faster response to market changes and customers.

Major savings in payback of health management costs.

Ability to release and support new products in much less time


IBM Corporation

The Regence Group: Innovation for claims Innovation for claims processing

Business challenge:

Become more competitive by responding to increased consumer demands and lowering administrative costs.

Objectives:

Flexible real-time claims system.

Shorter time to market for new products.

Reduced cost and time per claim.

Streamlined integration with providers and financial partners.

Integrate data from multiple disparate legacy systems.

Actions:

IBM’s service oriented claims modernization solution improves processes, claims cycle time, ease to do business with and competitive edge.

Outcomes

Business value:

Significantly improved attractiveness to customers.

Increased ability to attract and retain members and employers.

Ability to release and support new products in much less time.

Added value is helping achieve record cost improvement benchmarks.


IBM Corporation


Healthcare enterprise portal


IBM Corporation

Ball Memorial Hospital: Improving clinical care Driving clinical collaboration and agility

Business challenge:

Improve clinician access to critical decision making information while reducing access time.

Objectives:

Easy, secure, single sign-on access for clinicians any place, any time.

Consolidated information resources in a unified and personalized work environment.

Messaging and team workplaces allowing clinicians to quickly collaborate for better decision making.

Actions:

IBM’s healthcare enterprise portal solution was used to provide clinicians a service oriented customized view of critical patient information and collaboration capabilities.

Outcomes

Business value:

Enabled delivery of services to clinicians faster, while reducing operating costs and providing improved flexibility.

100% payback of investment costs in 5.8 months totaling $720,000 in annual savings.

Streamlined information access for clinicians improves medical decisions.

“We’re seeing that the IBM portal platform is flexible and practical, with tremendous potential for helping improve our staff’s productivity by providing them with responsive, personalized online work environments.”

–Christina Fogle, Manager of eSystem Support, Cardinal Health Systems, Inc.


IBM Corporation

UNC Healthcare: Improved care delivery Transforming medical decision making

Business challenge: Improving quality of care, clinician satisfaction

and medical decision making capabilities across entire seven-hospital healthcare system.

Objectives: Enable rapid connection and integration of

disparate systems.

Deploy medical rules engine for selected user actions including triggers for potentially hazardous medication orders.

Provide electronic medical record for complete and accurate patient information, anyplace at anytime.

Actions: IBM’s service oriented solution integrated care

delivery systems and processes in order to improve clinician productivity and reduce medical errors.

Outcomes

Business value: Replaced the paper chart for almost one

million patients. Secure, single sign-on to access multiple

applications. Synchronizes all patient information from

both the hospitals and ambulatory care areas.

Dramatic improvement in patient safety and clinical efficiency.

Real time electronic transmission of prescriptions to participating pharmacies.


IBM Corporation

AO Foundation Global clinical education and collaboration

Business challenge: Information overload was making it increasingly

difficult for surgeons to quickly identify and access relevant knowledge.

Objectives: Deliver relevant articles, videos, lectures, images

and instructions to surgeons at their workplaces

Enable researchers to collaborate with each other any place, any time.

Connect global staff with the latest AO-approved instruction materials to promote standardized, controlled certification.

Deliver cost savings through automation of manual processes

Actions: AO Foundation employed a service oriented

approach for clinical best practices

Outcomes

Business value:

Global Online Collaboration and access to best practices formation.

Effective, real-time method providing relevant materials and training to surgeons located anywhere, anytime.

Innovative way for field researchers to collaborate.

“We’ve made a significant step in the direction of improving medical treatment.”

– Michael Redies, head of knowledge services, AO Foundation


IBM Corporation


WBI for Healthcare Collaborative Network


IBM Corporation

Canadian CRTI Bio-surveillance Real-time response readiness network

Business challenge:

The Canadian CBRN Research Technology Initiative (CRTI) needed a real-time bio-surveillance and response readiness network for the City of Winnipeg, Manitoba.

Objectives:

Provide a demonstration of real-time bio-surveillance and response readiness using an interconnected electronic infrastructure.

Quickly respond to biological events.

Actions:

IBM’s service oriented Healthcare Collaborative Network (HCN) solution was used to collect pertinent clinical data from hospitals, clinics, pharmacies, and labs, and route them to Canadian public health agencies for analysis and action.

Outcomes

Business value:

Facilitates rapid response to bio-terrorist events.

Provides real-time data collection and integration required to assess extent and progression of the biological event.

Provides a foundation for a potential country-wide bio-surveillance network.

Helps to improve hospital quality of care.


IBM Corporation


No alignment with priority projects


IBM Corporation

Large pharma company: Driving innovation cycle time Improving clinician productivity

Business challenge: Needed a way to improve clinician access to

critical decision making information while reducing access time.

Objectives: Ability to transform and integrate messages

between its internal manufacturing and enterprise resource planning (ERP) systems.

A way of rationalizing duplicate and common functions across systems.

Ability to deliver reusable new services using existing assets.

Reduce maintenance costs across its information technology projects.

Actions: IBM’s service oriented solution provides

clinicians faster access to information and reduces operating costs.

Outcomes

Business value:Streamlined information access for

clinicians improves ability to improve quality of care.

Clinicians easily access critical information; productivity and decision making improves.

Use of common services across the corporation.

Integration of disparate applications.


IBM Corporation

Aventis Developing new and innovative products

Business challenge: Complexity and cost of securing new drug

approval, involving simulations and coordinated execution of dozens of data collection studies by teams around the globe over many months.

Objectives: Improve time to market, drug approval cycle,

increase revenues and decrease costs. Allow users to upload research data files into a

central repository through a simple, browser-based graphic application.

Secure role-based real-time data validation and access to ensure that all data complies.

Ad hoc reporting of all test data for new products.

Actions: Employed a service oriented approach for

developing and bringing to market new drugs quickly.

Outcomes

Business value:

New drugs to market two months faster.

Additional US$3.6 million in incremental revenue per year.

Massively expanded the group's capacity to test and approve many more drugs.

Reduced drug approval time.


IBM Corporation

Hoag Memorial Hospital – Sarbanes-Oxley compliance Solution for Compliance in a Regulated Environment

Business challenge: Hoag did not have any tools in place for

Sarbanes-Oxley Act (SOX) compliance, nor did it have the ability to audit its compliance with the act.

Objectives: Needed one easy-to-use solution to manage,

assess and improve business processes, controls and reporting.

Establish and maintain adequate internal control structures

Assess the effectiveness of those internal controls for financial reporting.

Actions: Deploy a turnkey compliance portal with flexible,

automated and powerful reporting capabilities to provide a service oriented foundation for the company's current and future business control needs.

Outcomes

Business value:

SOX compliance.

Centralized information can be accessed by Hoag's internal staff, auditors, external legal counsel and others as required.

Positioned to re-use SCORE services for:

- State and federal licensing

- JCAHO accreditation

- Treatment protocols

- Clinical trial management


IBM Corporation

Schering: Collaborating with research partnersDriving innovation cycle time

Business challenge: Costly and time-consuming process to

pursue new and promising research programs.

Integrating acquired systems and research partners with Schering’s systems to facilitate data sharing and collaboration.

Objectives: Reusable integration components to provide

ability to adapt quickly to evolving research efforts.

Open standards infrastructure ready for business applications and partners to “plug in” —regardless of their platform.

Actions: Schering employed a service oriented

approach that integrated applications to enable dramatically faster implementation of new services

Outcomes

Business value:

Shorter drug development processes, faster time-to-market.

Agility to pursue research that promises competitive advantage.

Simplified integration yields IT cost savings used to reinvest in R&D.

Innovative way for researchers to collaborate instantaneously.

“Introducing IBM portal technology substantially eased global distribution of information and use of Web-based applications.”

– Dr. Walter Beck, Global Head of Medical Data Sciences


IBM Corporation


Insurance


IBM Corporation


Channel management


IBM Corporation

Improved distribution channels Standard Life Insurance

Outcomes

Simpler business channels with increased customer satisfaction

Reuse of 51% of services, resulting in savings of over £3 million in development costs

Increased transaction rate by 900% without increasing operations staff; improved responsiveness to market change and customer needs

Improved quality and manageability of business applications

Business challenge:

To maintain its competitive edge, Standard Life wanted to simply the process of doing business with multiple channels

Objectives:

To make internal systems directly available to their distribution channels

Actions:

Expose and deploy business services for reuse by business partners with a service oriented architecture approach


IBM Corporation


Claims management


IBM Corporation

Business challenge:

To maintain its competitive edge, Delta Lloyd wanted to reduce the time and cost of processing claims pay outs

Objectives:

A faster process with better access to information vital to decision making

Actions:

Implement a new claims system based on IBM’s business integration software and FINEOS’ claims administration system

Outcomes

Business value:

One percent annual reduction in total damages paid out

2 to 2.5 million euros a year improved risk assumption and pricing

Less staff turnover, leading to increased productivity and reduced hiring and training costs

Reduction in maintenance costs

Delta Lloyd: Tackling claims handling process Lowering claims payout


IBM Corporation


Retail


IBM Corporation


Master data management


IBM Corporation

Outcomes

Business value:

Improvement in sales and customer satisfaction levels due to improved customer interactions

Increase proactive selling by allowing sales associates to look up information on family names, birthdays, anniversaries, and purchase history and tendencies customer in real time

Store associates can look up a customer's past purchase history in real time while that customer is actually in the store browsing merchandise

Helzberg Diamonds: Master customer data Proactive, personalized marketing programs

Business challenge:

Real-time access to centralized master customer data

Objectives:

Institutionalize and automate the high-touch marketing habits of top salespeople

Create a complete and accurate view of customer interactions

Optimize the effectiveness of its marketing programs by targeting as precisely as possible

Actions:

HBC employed a service oriented approach to develop a new process and system that utilizes near-real-time data to reduce fraudulent returns and clerical errors


IBM Corporation

Outcomes

Business value:

Reduced time to introduce new products by 80%

Improved overall product data quality and established a single enterprise wide repository for product information

Leveraged product information templates to reduce implementation time

West Marine: Product information managementGetting products introduced faster

Business challenge:

Increase reuse and bring product to market faster by leveraging information provided by vendors

Objectives:

Reduce costs by eliminating duplicate data entry

Reduce implementation time with pre-defined workflows

Improve product data quality

Actions:

West Marine employed a service oriented approach to allow merchandising managers to share information with vendors and reduce the time it takes to introduce new products


IBM Corporation


Next generation e-commerce


IBM Corporation

Outcomes

Business value:

A single gift registry solution across multiple channels and touch points

The same catalog and transaction platform as the single “system of record” across channels

Customers receive the most up-to-date information no matter which channel they were shopping

6,000 gift lists and thousands of new customers in the first 8 weeks

REI: Multichannel gift registryFlexible, cost-effective and customer focused

Business challenge:

Maximize revenue across store and Internet channels and provide customers with a more rewarding shopping experience

Objectives:

Accessible across multiple channels and touch points

Consistent catalog and transaction data

Timely information in each channel

Actions:

REI employed a service oriented approach that integrated catalog and transaction systems into a single “system of record” across channels


IBM Corporation

Outcomes

Business value:

Increased availability and scalability of the website to handle increased traffic

New sales channel driving increased revenue, higher customer satisfaction and increased customer conversion rates

IKEA: Next generation e-commerce Multichannel integration

Business challenge:

Web site was not capable of supporting a move from catalog-based to Web-based retailing

Objectives:

Increase availability and performance of website

Drive customers to its website rather than shipping catalog to reduce expense

Integrate seamlessly with other business for easier management and upgrades

Actions:

IKEA employed a service oriented approach to open up a new sales channel, and is already seeing increased revenue, customer satisfaction and web conversion rates


IBM Corporation

Outcomes

Business value:

Opened an additional sales channel and maintained competitive edge

Realized additional revenue through other channels

Capitalized on other marketing opportunities like online coupons & promotions

S. Oliver: New on-line sales channelsMaintaining competitive advantage

Business challenge:

Company risked losing business to other online textile shops if it did not revamp its Web site

Objectives:

Maintain competitive advantage

Increase revenue by opening up new sales channels

Add new customer centric functionality to their website

Actions:

S. Oliver employed a service oriented approach to allow customers to use online coupons, create wish lists and receive recommendations based upon past purchases


IBM Corporation


Open POS


IBM Corporation

Outcomes

Business value:A single product information

solution for 3 million products

Accessible by 3,000 users and 10,000 suppliers as the single “system of record”

Integrates cross-sell, up-sell and services across channels to help drive multi-channel commerce

Home improvement: Master data managementCentralize product information

Business challenge:

Centralize product information into a single repository and collaborate across merchandising, store and suppliers

Objectives:

Create workflow for new product introductions

Speed time to market for price changes and new products

Create cross-sell, up-sell and service/SKU relationships

Actions:

Employed a service oriented approach to share information and integrate activities inside and outside the organization


IBM Corporation

Outcomes

Business value:

Employees can serve customers from a single workstation whether the customer is in the store or the service bay

Employees can scan receipts for greater speed and efficiency in the returns process

Flexibility to quickly enhance and make changes without disrupting critical systems

Pep Boys: Comprehensive store solution Service, inventory and point of sale

Business challenge:

Implement a comprehensive store system that combines auto service management, inventory management and traditional point of sale (POS)

Objectives:

Faster checkout and increased responsiveness to customer needs

Enhanced employee productivity and efficiency

Flexibility to incorporate new technology

Actions:

Pep Boys employed a service oriented approach that integrated different store systems to create a faster, more efficient customer-centric store operation


IBM Corporation

Outcomes

Business value:

Virtually eliminated incorrect and fraudulent returns while actually improving customer service

$1.6M in documented savings from the new system within seven months of rollout

Clerks at any store can validate a return item with the original transaction in real time, even if the purchase was made at a different store just 10 minutes earlier

Hudson’s Bay Company: Point of sale solution Protection from fraud

Business challenge:

Protect its stores from professional thieves who return goods multiple times

Objectives:

Streamline its returns process by moving from nightly batch process to a near-real-time solution

Integrate store data with the central enterprise

Create a better balance between loss prevention and customer satisfaction

Actions:

HBC employed a service oriented approach to develop a new process and system that utilizes near-real-time data to reduce fraudulent returns and clerical errors


IBM Corporation


Telecommunications


IBM Corporation


BSS/OSS integration


IBM Corporation

Verizon Business: Provisioning and activation Integrated order provisioning

Business challenge:

Speed the provisioning of products to its customers and improve employee productivity

Objectives:

Speed implementation of new services

Deliver cost savings through automation of manual processes

Integrate data from multiple disparate legacy systems

Actions

Verizon Business employed a service oriented approach that integrated six different provisioning applications to enable dramatically faster implementation of new services

Outcomes

Business value:

Provisioning time reduced from 45 minutes to 3 minutes

Developer productivity increased 50%+

Labor costs were reduced by millions of dollars by integrating the provisioning of applications and automating the business process

Unexpected side benefit: identification of stranded assets

“We estimate our savings to be within the hundreds of thousands of dollars, just by reducing that amount of labor."

- Elizabeth Hackenson, CIO and EVP of Information Technology


IBM Corporation

Radiomóvil DipsaStreamlining backend systems

Business challenge: With customer information located on at

least four different systems, the company found it difficult to deliver a suitable level of customer service. Training for service agents was also costly and time-consuming

Objectives: Improve customer service

Reduce costs

Increase employee productivity

Actions:

By streamlining its backend systems with a service oriented approach, Radiomovil Dipsa was able to improve customer service, reduce costs and increase productivity

Outcomes

Implemented a single interface for all of its backend systems to substantially improve customer service levels

Reduced response time to customers as a result of data being more reliable and consistent

Reduced operating costs due to simpler system maintenance and faster service agent training

Improved productivity by automating previously manual processes



IBM Corporation

SprintIntegrating customer information

Business challenge: Lacked a comprehensive view of its

customers and the services to which they subscribed

Lack of integrated information made it difficult for CSRs to handle customer issues

Difficult to cross-sell new products and services to increase revenue

Objectives: Improve customer service Reduce costs Increase sales

Actions: Used a service oriented approach to

leverage existing databases, applications, CRM systems and others to provide Sprint with a 360-degree view of its customer base to enhance revenue opportunities

Outcomes

Provides CSRs with real-time view of all of a customer’s products and services

System notifies CSRs of cross-selling opportunities and upgrade options for every customer

Sprint cites a US$8.4 million increase in revenue as a result of deploying solution

“Customers could care less how many functional silos you have created inside your organization. They see your company as a single brand, and they expect that you will be able to talk intelligently about any of the products or services they buy from you. If you are in a position to meet that expectation, then you have a major competitive edge over other providers who cannot."

–Randy Niemann, director of customer insights, Sprint



IBM Corporation

mobilkom austria Rapidly deploy and meet customerdemand for new services

Business challenge: Improve ability to rapidly deploy and meet

customer demand for new services Ability to connect customers with those

services as quickly and efficiently as possible

Objectives: Reduce time-to-market and internal

operating costs to support new services Provide linkages between sales, marketing,

IT, service creation, provisioning, testing and deployment and customer service

Actions: mobikom austria used a service orientated

approach that allows them to quickly implement and provision the new services demanded by their customers

Outcomes

Time-to-market for new services has been reduced by 30-50%

A powerful revenue generating service was deployed in 3 months instead of the previous average of 6-12 months

"IBM has helped us build an integration platform that lets us develop and deploy new services faster, so we can be more responsive to market demand and move to take advantage of new business opportunities … WebSphere was the most comprehensive technology platform available for what we were trying to achieve: a single solution for deploying and managing services, users and access."

– Head of the Service Platforms Department, mobilkom austria


IBM Corporation

TelekomAustria: Order-to-cashStreamlining business process to increase efficiency

Business challenge:

Provisioning new long distance service for commercial customers was complex and time-consuming

Objectives:

Automate & expedite the process of customer service requests and billing inquiries

Simplify integration of increasingly complicated homegrown and off the shelf BSS/OSS systems

Actions:

By employing a service oriented approach, TelecomAustria is now coordinating customer and billing interfaces and streamlining business processes to increase efficiency

Outcomes

Synchronizes and processes 4,000-5,000 customer requests and 3,000 billing data inquiries daily

Provides its customers with faster and more comprehensive information from sales and customer support professionals

Reduction of development effort for modification and enhancements

Transparent view of business processes

Centralized control of processes

Less effort in operation by using a consistent solution


IBM Corporation

Telefónica São PauloIntegrating business processes andprovisioning systems

Business challenge:

The company could not meet its aggressive new business goals as long as it continued to manually handle service provisioning and activation

Objectives:

To automate and integrate its business processes and provisioning and activation systems

Shorten customer delivery times

Actions:

The new service orientated approach deployed be Telefonica offers a level of flexibility that will the organization to scale systems and adopt services as customer requirements change

Outcomes

Business value:

Drastically shortened the time required to deliver new services to customers

Now positioned to maintain a competitive edge in this volatile industry and rapidly respond to customer needs, competition and market shifts


IBM Corporation

BhartiStreamlining processes and preparing for growth

Business challenge: Recent growth has resulted in a sharp

division between the mobile and fixed-line organizations. As a result, Bharti has found it difficult to provide customer focused services that would set it apart from the competition

Objectives: To be able to adjust more flexibly –

without high costs and time investments To become an integrated

communications provider that could direct its business activity proactively

Actions: By taking a service oriented approach,

Bharti has been able to improve business process efficiency across the organization

Outcomes

Reduced costs by eliminating many of the duplicate systems and support structures

Now able to activate new mobile accounts for customers in 2 minutes instead of 20 minutes

Account information has been consolidated and extended to customers via a Web site, which increases customer satisfaction

Routine inquiries have been diverted away from the call center

CSRs now have the ability to respond to requests from both mobile and fixed-line customers and cross-sell services to them



IBM Corporation


Next generation services platform


IBM Corporation

Swisscomm mobile Service innovation and cost reduction Innovative proof-of-concept

Business challenge: Company needed to bring new,

converged services to market quicker and with reduced effort and costs

Objectives: Provide rich voice and data services to

customers quickly and at a reduced cost Rapid assembly of innovative

combinational services

Actions:

Used a service oriented approach for the rapid assembly of innovative combinational services.

Outcomes

Previously siloed network infrastructure transformed into componentized, reusable services that can easily interoperate using industry standards

Led to shorter product development times, reduced cost and a more integrated services portfolio

“This approach to service creation combined with the power of IMS gives us a much closer interlock between our Business Analysts and Technical Architects allowing us to translate marketing product wish lists to reality much more efficiently.”

– Xavier Weibel, Swisscom Mobile’s Project Leader


driving business value with service orientation ibm corporation breaking new ground ibm soa for line...

Documents

driving business value

ibm business partner

outcomes business value

business partners

dealers business challenge

new ground ibm soa

ibm software

service orientation